Incident Manager

Exciting role in a high performing Infrastructure team
- Bring your passion for all things technical
- Great work / life balance

**_
About us_**

We are Protecht - a fast growth Governance, Risk & Compliance (GRC) SaaS vendor. We provide world-class enterprise risk management, compliance, training, and advisory services to over 300+ customers across various industry sectors through our offices across APAC, USA & Europe. Protecht is redefining the way the world thinks about risk. We help our customers create exciting opportunities for growth by transforming the way they understand and manage risk. We know that risk and reward are intrinsically linked, and brilliant risk management is the fuel that drives us all to reach new heights.

Our cloud-based SaaS platform - Protecht.ERM is what makes us really stand out. It’s one of the most comprehensive, flexible, and dynamic risk management solutions available today.

**_
Why Protecht?_**

At Protecht, you will be part of a growing and high performing technology team. A positive and super friendly culture awaits you, where learning is valued and supported. We empower our people through leadership, training, knowledge-sharing, and mentorship. Here are some of the perks of working with Protecht:

- A modern TechStack and a great opportunity to work within a dynamic team
- A highly flexible culture - our way of working lets people work across home and our offices
- A strong commitment to your learning and development - fortnightly dedicated L&D afternoons
- Reward & Recognition programs
- A strong focus on work / life balance with access to Birthday leave, bonus days, paid parental leave and long service leave
- Monthly social events
- Competitive remuneration and Annual Performance Bonus
- Generous Employee Referral program

**_
Let’s talk about your new role_**

Reporting to the Senior Manager, Incident Manager is a newly created role within our Infrastructure Operations division. In this role, you will assist to adopt and mature our Incident and Problem Management practices. You will be responsible for managing end to end Lifecyle of Incident and Problem Management.

Here are some of your key responsibilities:

- Incident management and coordination including reporting, communication, documentation, and the continuous improvement of associated processes.
- Managing response, resolution, and post-incident review of all incidents to ensure deficiencies are identified, learnings are documented, and remediation activities carried out to limit risk of future recurrence.
- Analyse trends, identify problems, manage, and escalate, as required to achieve timely resolution.
- Implement long term strategies to expand and improve Incident Management
- Facilitate and document all PIR and weekly Incident Committee.
- Participate in ISO audits and compliance reviews where required
- Responsible for the operational delivery management of the production and disaster recovery

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Skills / Experience you need for success _**

We want you to be successful in your new role. This role suits you if you have:

- Minimum of 3 years’ hands-on experience managing Incident in a SaaS environment
- Experience facilitating post-mortems to drive timely and effective Incident Management outcomes
- Hands on experience in IT Service Management (ITIL V3)
- Experience and proficiency with AWS Technologies
- Effective prioritization and time management skills
- Experience with Continuous improvement of Incident and Problem management policy and procedures
- Experience of Pager Duty certification - highly desirable
- Experience with Kubernetes, EKS

**_
Qualifications_**
- Bachelor of Software Engineering, Computer Science, or Information Technology
- Relevant industry qualification in cloud technologies

**_
Next steps_**

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